SafeHarbor Technology

Company: SafeHarbor Technology Corporation, Satsop, Washington
Entered by: Executive Options
Company Description: SafeHarbor Technology Corporation is expert at moving customer service to the web. Through a combination of web, chat, email and call access, complex customer support challenges are solved, support costs lowered and user satisfaction increased. SafeHarbor provides support solutions to clients including American Airlines, T-Mobile, the State of Washington, and Vizrea. www.safeharbor.com
Nomination Category: Company, Office & Product Awards Categories
Nomination Sub Category: Best Overall Company

Nomination Title: SafeHarbor Technology Corporation, Satsop, Washington

1. Tell the story about what this nominated company achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

SafeHarbor Technology Corporation is a survivor. Once a dot.com era company
just struggling to survive, SafeHarbor now consistently wins awards for
excellence. In 2006 alone, SafeHarbor received seven prestigious awards and
recognition based on excellence. One of these awards, the CRM Excellence Award
from Customer Inter@ction Solutions Magazine, recognized SafeHarbor in
conjunction with its client, the state of Washington. This prestigious award
recognizes companies that provide the best customer relationship management
products and services that will benefit their clients. Based on quantifiable
data, the award is solid proof that the client’s user experience was infinitely
improved by using SafeHarbor products and services.

The recognition received by SafeHarbor demonstrates the significant impact its
managed service has on the contact center and customer relationship industry. 
SafeHarbor works diligently to ensure customers are provided ease of
integration and implementation, system quality, customer service features and
return on investment. While very often the high tech sector is fueled by the
search for the next “killer app”, SafeHarbor focuses on the tangible and
achievable: execution and delivery.

SafeHarbor is expert at moving customer service to the web and partners with
clients, utilizing technology and business practices, to create a culture of
self-service. The SafeHarbor advantage combines fast implementation with the
flexibility of minimal investment, along with a focused team dedicated to
moving service to the web. SafeHarbor understands that technology alone does
not transform an organization. The SmartSupport™ managed service approach
tackles the difficult challenge of changing business processes that support the
technology implementation. As a service, SafeHarbor is ever mindful of the
partnership and value they must deliver. SafeHarbor’s business model is a
technology service layer that helps clients work with existing investment to
drive web self-service. The results are lower service costs and higher user
satisfaction. 

By repositioning SafeHarbor’s suite of products, this vision has brought
success for both SafeHarbor and for its customers culminating in the 2006
release of SmartSupport™ 4.0. SafeHarbor’s flagship product and service suite,
SmartSupport™ 4.0, received nationwide press coverage and industry awards. 
With a strong commitment to successful client outcomes, the SafeHarbor team
defines success by understanding client needs and using this information to
develop and engineer processes. SafeHarbor delivers and promises its clients
systems and services that will work for their users.

SafeHarbor listens to clients closely and because of this, clients consistently
experience positive outcomes far beyond what was expected or thought possible. 
Philips, a SafeHarbor client, increased its self-service adoption rate by
1300%. With the help of SafeHarbor another client, T-Mobile, handles over 1.2M
self-service sessions per month with an average annual savings of $24M. An
online learning company is currently saving over $1.2 million annually as a
result of the SafeHarbor SmartSupport™ Solution. SafeHarbor’s successful
approach continues with four new companies--three of them ranked in the Fortune
100--joining the ranks of satisfied SafeHarbor customers during 2006.

SafeHarbor customers are dedicated fans of the experience of working with the
SafeHarbor team and knowing that when a problem occurs, SafeHarbor delivers.

2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

KMWorld “100 Companies that Matter in Knowledge Management” – February 2006
http://www.safeharbor.com/releases/pe_releases86.asp

CRM Magazine Service Elite Award in Web Support Services – April 2006
Won in conjunction with the State of Washington
http://www.safeharbor.com/releases/pe_releases88.asp

Forrester names SafeHarbor a Notable Vendor in E-Service – June 2006
http://www.safeharbor.com/releases/pe_releases89.asp

Customer Interaction Solutions CRM Excellence Award – June 2006
Won in conjunction with the State of Washington
http://www.safeharbor.com/releases/pe_releases90.asp

KMWorld Promise & Reality Award Finalist – October 2006
SafeHarbor named finalist for Promise Award and SafeHarbor client, T-Mobile,
named finalist for Reality Award
http://www.safeharbor.com/releases/pe_releases92.asp

3. Provide a brief (up to 100 words) biography about the leader of this nominated company:

Ms. Jacobs has more than 25 years experience in the wireless and telecom
industries. She has a proven record of successfully leading high-growth,
operation turnarounds, and mergers/acquisitions in service-related industries.
Prior to joining SafeHarbor, Annette held senior executive positions leading
multi-billion dollar businesses with Qwest Communications, Verizon Wireless,
GTE Wireless and Contel Cellular.

Annette holds a bachelor's degree in business management, cum laude, from
Jacksonville University in Jacksonville, Florida. She is the Lead Director for
Alaska Communication Systems (ALSK), a board member for the Washington Software
Alliance, The Seattle Humane Society, as well as the National Association of
Corporate Directors.